What impact does leadership style have on customer service team motivation?

Leaders who prioritize employee well-being, provide clear direction, and empower their team members are more likely to cultivate a motivated and high-performing customer service team. This translates to a better customer experience and improved business outcomes. A flexible leader can adapt their approach to create the most effective environment for their team. Creating a positive company culture is also essential for motivating customer service teams. This includes factors like fair compensation, recognition programs, and opportunities for growth.

It's easy not to trust your people. It's easy, to watch every move and make sure it's done EXACTLY the way you want. However, Leadership isn't easy. It demands transparency. A strong leader will know, that to build a good customer service team, you must trust them. They must feel confident in themselves to shine that light outwards. Through trust and autonomy, we build strong teams that can take initiative to solve customer problems, and feel proud they have.

Some ways to get started; - Be accountable and apologise when something hasn't been communicated properly. - Don't react emotionally, leave your ego aside if someone communicates transparently with you. It means they trust you enough to be honest. - Don't be afraid of questions asked by team members. Usually, it means they're thinking and applying their experiences to your communcation.

Leaders have the responsibility to provide ongoing feedback and development opportunities, helping team members improve their skills and confidence. This can lead to a more skilled and motivated workforce, better equipped to handle customer challenges. At the same time, recognising even small achievements will go a long way to ensure that the workforce is engaged and excited for learning new things.

Always strike while the iron is hot, on any feedback and make sure it is intentional and clear. - A team member regularly arrives late? Talk to them as soon as you notice the pattern and offer corrective advice/action in private. - An individual really responded to the last team meeting and is surpassing KPI's. Give them good feedback and public praise. Never mix the message. This causes confusion. If the team member wants to talk about, "All the other good things they do" while giving feedback. Inform them that those skills are not in question, and get back on-topic

Once you've built a team you trust, and that are dedicated to the mission., it's time to plan for the future and train and develop their skills. Always nuture the natural talents of the team. People will gravitate to spaces they are the most confident. Then you pull them out, mentoring the less developed skills.

The mission must be clear, easy to understand and digestible for all members involved. Those on the frontline of business may or may not want to understand, "Streamline systems to reduce decision making barriers. Increase decision making authority in line with demand". For them, it might be "Onbaord 5 more referral and Engagement officers", or "Decisions for overtime not longer need approval by Area manager, this is now house manager decision

Leaders can inspire and motivate their teams by setting a clear vision, fostering innovation, and providing individualized support. This can lead to higher employee engagement, ownership of their work, and a commitment to exceeding customer expectations. When employees feel involved in working towards achieving company objectives, they are more inclined to perform better and search for innovative solutions.